1. When can I expect my order?
Delivery time is 1 to 10 working days in Europe, UK and Switzerland, with the exception of Norway where delivery will take up to 14 days. Please note: we do not deliver to the Canary Islands.
To the USA, delivery time is 3 to 10 working days.
Delivery time is 5 to 10 working days in Canada, Australia, Japan, South Korea, Taiwan, Hong Kong, United Arab Emirates, Singapore and Qatar.
For PRE-ORDER items, add the above delivery time for your region to the dispatch date. This is shown in green text on the product page, at checkout and also your confirmation email right after you order.
Orders containing PRE-ORDER items will be dispatched at the latest date, so that they can be sent altogether in one parcel.
2. Will I receive sales and PRE-ORDER items in different shipments?
We send all the items together in order to avoid greater CO² emissions. So be aware that if you add a PRE-ORDER item in your cart the whole order will be sent with the latest dispatch date.
Alternatively, you can ask us to split the order. For more information and costs, consult question number 4 in the PRE-ORDER and Orders category.
3. Can I combine two or more orders so that they’re shipped together?
We are currently unable to combine separate orders into one shipment. This is due to our fine-tuned logistics process, which is set up to maximise the accuracy and speed of both the tracking and delivery of all TWOTHIRDS orders. Rest assured that we are continually exploring ways to improve our sustainability practices, without compromising on the quality of service we provide for our customers.
4. Where do you ship to?
We currently ship to Europe, UK, Switzerland, Norway, USA, Canada, Australia, Japan, South Korea, Taiwan, Hong Kong, United Arab Emirates, Singapore and Qatar.
5. Can I change my delivery address?
You can change the address any time before the parcel is shipped. It’s possible to request the update by sending us an email through our contact page.
6. Which company is responsible for the delivery?
From our warehouse in Germany to the destination country, we ship with DHL. When the parcel arrives in your country, the package is handed to the National Post:
Spain: DHL España.
France: La Poste.
Germany: DHL Paket.
Italy: DHL Italy.
Belgium: Bpost.
UK: Evri.
Netherlands: DHL Netherlands.
Norway: PostNord.
Sweden: PostNord.
Switzerland: DHL Swiss.
Ireland: An Post.
USA: DHL Express.
Canada: DHL Express.
Australia: DHL Express.
Japan: DHL Express.
South Korea: DHL Express.
Taiwan: DHL Express.
Hong Kong: DHL Express.
United Arab Emirates: DHL Express.
Singapore: DHL Express.
Qatar: DHL Express.
The company that handles your parcel at this point, will be responsible for updating you about delivery attempts. They only do this via email, so please check your inbox (including the spam folder) to see if they have updated you.
7. How can I track my parcel?
For the EU and Northern Ireland, you can track your parcel in the following link: https://www.dhl.de/en/privatkunden.html
If you're in the UK, use the following link: https://www.evri.com/track-a-parcel
Rest of the World: https://mydhl.express.dhl/
Use the shipment ID given in the dispatch email - if you do not receive this ID, contact us and we will provide it. Once the parcel is handed to the National Post of your country, DHL or Evri will update the information linking to a new page for you to keep on checking the whereabouts of your parcel.
We recommend proactively checking the information inside the link as you may not always get notified about every update.
8. Do I need to pay for shipping?
For orders over 60€, we offer free standard delivery to European countries. For orders under 60€, delivery will cost 4.90€
For orders over 60£, we offer free standard delivery to the UK. For orders under 60£, delivery will cost 9.90£.
For orders over 100CHF, we offer free standard delivery to Switzerland. For orders under 100CHF, delivery will cost 9.90CHF.
For orders over 990NOK, we offer free standard delivery to Norway. For orders under 990NOK, delivery will cost 99NOK.
In Norway, import taxes will be applied and are determined by customs. We do not cover or foresee customs handling fees for Norway. Switzerland and the UK (including Northern Ireland) are now exempt from such fees.
Delivery cost to USA: 9$. Free shipping for orders over 200$.
Delivery cost on all orders to Canada, Australia, Japan, South Korea, Taiwan, Hong Kong, United Arab Emirates, Singapore and Qatar: 20€. Free shipping for orders over 100€.
In Canada, Australia, Japan, South Korea, Taiwan, Hong Kong, United Arab Emirates, Singapore and Qatar we do not cover any customs duties or VAT charges.
9. How does express shipping work?
We offer EXPRESS SHIPPING for an additional cost of 12.90€ and only for in-stock items (meaning PRE-ORDER items are excluded).
From Monday until Thursday, orders that are placed with express shipping before 14:00h benefit from delivery within 24 hours.
After 14:00h Thursday and through Friday-Sunday: express shipping will be completed by the coming Tuesday.
- Not available for the UK, Switzerland, Norway, USA, Canada, Australia, Japan, South Korea, Taiwan, Hong Kong, United Arab Emirates, Singapore and Qatar.
10. What happens if my parcel could not be delivered?
If your parcel was unable to be delivered, it will be placed at a pick-up point (check the tracking link) for 10 working days. If you do not pick-it up within this time frame, it will be sent back to our warehouse in Germany. Once we have received confirmation that the parcel was auto-returned, we will then contact you to arrange a re-send.
You will not be charged for a second shipment.
